Blair L. Sadler
Leonard L. Berry
Robin Guenther
D. Kirk Hamilton
Frederick A. Hessler
Clayton Merritt
Derek Parker
Blog Posts
Fable Hospital 2.0: The Business Case for Building Better Health Care Facilities
Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?
Rui Sousa, Catholic University of Portugal
Marlene Amorim, University of Aveiro
Elliot Rabinovich, Arizona State University
Anníbal C. Sodero*, University of Arkansas
Patient Experience Management Ignores Mental Health: Suggestions for Health Care Organizations
Andrew S. Gallan, DePaul University
Mona Shattell, Rush University
A Socio-Cognitive Approach to Customer Adherence in Health Care
Lan Snell, Charles Sturt University
Lesley White, Charles Sturt University
Tracey Dagger, Monash University
Opportunities for Innovation in the Delivery of Retail Interactive Services
Leonard L. Berry, Texas A&M University
Ruth N. Bolton, Marketing Science Institute
Cheryl H. Bridges, Texas A&M University
Jeffrey Meyer, Bowling Green State University
A. Parasuraman, University of Miami
Kathleen Seiders, Boston College
Examining the Student Experience Using Service Blueprinting (EDUCAUSE Review) | EDUCAUSE.edu
“Students often face problems accomplishing their goals because colleges and universities have poor processes.
Learning From Socially Driven Service Innovation in Emerging Economies
Javier Reynoso, EGADE Business School – Monterrey Institute of Technology
Jay Kandampully, Ohio State University
Xiucheng Fan, Fudan University
Hanna Paulose, Ohio State University
Heuristics and Resource Depletion: Eye-Tracking Customers’ In Situ Gaze Behavior In the Field
Erik Wästlund, Karlstad University
Tobias Otterbring, Karlstad University
Anders Gustafsson, Karlstad University
Poja Shams, Karlstad University
A Conceptual Model of Value Co-Creation Risk (New)
Stephen S. Tax, University of Victoria
Uzay Damali, University of Victoria
Dave McCutcheon, University of Victoria
Enrico Secchi, University College Dublin, Ireland
Responding to the 98%: Face-Enhancing Strategies for Dealing with Rejected Customer Ideas (New)
Paul W. Fombelle, Northeastern University
Sterling A. Bone, Utah State University
Katherine N. Lemon, Boston College
Identifying Categories of Service Innovation: A Review and Synthesis of the Literature (New)
Lars Witell, Linköping University
Hannah Snyder, Linköping University
Anders Gustafsson, Karlstad University
Paul W. Fombelle, Northeastern University
Per Kristensson, Karlstad University
People as Virtual Products: Analyzing Human Exchanges on Craigslist and Gumtree.Com
Mark S. Rosenbaum, Northern Illinois University*
Kate L. Daunt (Reynolds), Cardiff Business School
How Goals, Emotions, and Touchpoints Influence the Customer Experience
Ruth Bolton, Arizona State University
The purpose of this study is to investigate how customer experiences differ across market segments, channels and nations. It aims to answer the following research questions about the customer experience:
Defining Service Innovation: A Review and Synthesis (New)
Lars Witell, Linköping University
Hannah Snyder, Linköping University
Anders Gustafsson, Karlstad University
Paul Fombelle, Northeastern University
Per Kristensson. Karlstad University
Street Art, Sweet Art? Reclaiming the “Public” in Public Place
Luca Visconti, Bocconi University
John Sherry, University of Notre Dame
Stefania Borghini, Bocconi University
Laurel Anderson, Arizona State University
What You Need to Know When Migrating your Customers to Digital Channels
Firms constantly re-evaluate their service channels. Customers are serviced through multiple channels, but usually use their preferred channel most frequently.
How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service (New)
Sterling A. Bone, Utah State University
Paul W. Fombelle, Northeastern University
Kristal R. Ray, Utah State University
Katherine N. Lemon, Boston College
Return on Relationships: Conceptual Understanding and Measurement of Mutual Gains From Relational Business Engagements
Christian Grönroos, Hanken School of Economics Finland
Pekka Helle, Hanken School of Economics Finland
Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience (New)
Jennifer D. Chandler, California State University
Robert F. Lusch, University of Arizona